Declining budgets often lead to reduced staff levels and diminished services. To me, this does not make sense. I believe that it is during the down times, when service should be at the forefront and retention of loyal customers even more of a focus. This is a guest post by Anthony Mullins, corporate trainer with…

Christmas time. A time of giving, receiving, gratitude, and reflection. I think of all those who have contributed and inspired me to deliver a winning customer service experience. It’s impossible to name every person, there are just too many to do so. But your impact is not unnoticed, your actions always appreciated. I have to…

Research done by American Express showed that 93% of customers feel that they are not getting the type of customer service they expect. What does this mean? It means that everything you’re doing right now in customer service is not enough. You’re not getting the type of results that really matter with customers.

According to Forrester research, 64% of brands received an OK, poor, or very poor rating from their customers in their surveys. This is a guest post by Megan Webb-Morgan, web content writer for www.resourcenation.com.

If you want your people to consistently deliver an exceptional performance and continually improve their skills and abilities, reviews have to be continually on a consistent basis.

Crowdsourcing customer service shouldn’t be seen as a way to eliminate costs from customer service, but a key to engage your customer base and deliver a faster, richer, and more effective customer experience. Crowdsourcing can’t replace your employees. Behind that crowd, you need talented, creative people who are dedicated product and service experts managing the…